How can CX professionals effectively apply their emotional intelligence skills to de-escalate tense situations and create positive outcomes for both customers and the company?

CX professionals can effectively apply their emotional intelligence skills by actively listening to customers' concerns and empathizing with their emotions. They can use their self-awareness to remain calm and composed during tense situations, which can help to de-escalate the situation. By understanding and managing their own emotions, CX professionals can better understand and respond to the emotions of customers, ultimately leading to positive outcomes for both the customers and the company. Additionally, they can use their social skills to communicate effectively, build rapport, and find mutually beneficial solutions.